March 2012: "The US Contact Center Decision-Makers' Guide" 2012 now available free

January 2012: New edition of the UK Contact Centre Directory now available

December 2011: "UK Contact Centres in 2012: The State of the Industry" now available

November 2011: "The UK Contact Centre HR & Operational Benchmarking Survey - 2011" now available

October 2011: "The UK Contact Centre Decision-Makers' Guide (9th edition - 2011)" now available free

July 2011: The definitive guide to Speech Analytics is now available - free

September 2010: "Customer 2.0: Customer Experience and Profitability in the New Economy" now available